Date Received: 2022-10-27
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a Kay Jewelery Card Financed by Comenity Bank. I opened up Promitional plans. The Specific issue is I pay the minimum due and the amount towards the balance to avoid the accrued interest charge. At this time I made the minimum payment of {$200.00} in XXXX and {$180.00} towards the balance of the XX/XX/2022 XXXXXXXX XXXX XXXX XXXX Totaling {$390.00}. As of XX/XX/2022 the credit has not been applied. This would close this plan and avoid the interest. I have called several time and spoke to non American CSR 'S who have no clue of how to resolve this. I have asked to speak to Supervisors and put on hold and the call is dropped..no one calls me back. I have to resolve this. I'm reporting this because the service sounds fraudulent. Why don't they understand what's going on. Why are there no American reps, why is there no higher level of reps to assist me or the confused rep. Is Comenity Bank financial fraudulent. I need answers.
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2022-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: 3-5 apparently machine generated phone calls per day from " Comenity Bank '' , using different phone numbers. After a while they have been successfully caller blocked since I have no business relations with that bank, as a former XXXX XXXX exec, did not know they existed. Today another phone call came through, not readily identifiable and I picked it up. I was told that I owe the bank " money '' for my XXXX account. When I told them that all my payments are made exclusevely to XXXX with my XXXX XXXX credit card the woman on the phone said, well, then you owe mone on your XXXX credit card. I told them that I do not have, never had, will not have a XXXX credit card. Then she said I am transferring you to the Fraud department. I was put on hold and finally hung up. I suspect that they then would have attempted to get all kinds of personal but for them useful information from me. Is this one of the XXXXXXXX criminal spam/phishing/fraud attempts? Has my identidentity been breached? Stolen?
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had XXXX XXXX XXXXXXXX XXXX credit card since XXXX and always paid before due date of XXXX online. I received my monthly statement and I owed {$49.00} charged on XX/XX/XXXX and {$200.00} charged on XX/XX/XXXX due XX/XX/XXXX. I went online to pay bill and site said no account exists. I then remembered I received a letter in XXXX from XXXX XXXX XXXX about a credit card so looked up the letter. I had not received any communication subsequent so forgot about it. Also no credit card. Letter said I would receive credit card and new statement no later than XX/XX/XXXX and if not received call XXXX. I did on XX/XX/XXXX, spoke to XXXX. Said he would mail me a new card and statement immediately and any late fees or charges will waived. I received nothing. On XX/XX/XXXX, I spoke to XXXX and she said she would mail me a new card and statement, not to worry about any fees or this affecting my credit. I'm worried about what this mess is going to ruin my credit. I can't pay them online because I don't have my account number which would be on a statement or credit card. You can't access their bank online or create an account without the account number which they won't give you on the phone. These calls to the XXXX number take 1-2 hours each and I just can't keep doing this and having at lease 3 new credit cards mailed to me that to date I have not received nor do I have a statement. The {$250.00} I owe was charged to the XXXX XXXX XXXXXXXX credit card but I can not pay them, only Comenity who will take a payment over the phone for an additional charge. I do not want to pay a bill over the phone with a company that hasn't performed any of their duties, sending me a credit card and/or a statement with a due date. All I want is to pay this bill and not have my credit rating affected.
Company Response:
State: CA
Zip: 91361
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have two credit card with Commenity bank. They have decided to stop reporting to credit bureaus in XXXX. This means that XXXX through today XX/XX/XXXX they have not reported my balance or on time payments. Its showing my credit usage at 71 % and 62 % still after 5 months. I reached out to commenity XXXX and received a message back on XX/XX/XXXX where they said they decided to stop reporting because of a system upgrade and they should be reporting in a few billing cycles. That is 7+ months of not reporting. This is unacceptable and unethical to hold peoples credit hostage, making scores go down because of it. I do not carry a balance, I pay my statement in full each month and I am still being punished. There is thousands of others experiencing this as well, a quick XXXX search will show commenity capital one needs to change this immediately.
Company Response:
State: CA
Zip: 91739
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: I applied and was approved for a BJ 's Mastercard from Comenity bank in XX/XX/2022. I didn't receive my original card, so reported the card as not received. I still did not receive a card, so I called to request a replacement. This time I was sent a letter advising that Comenity was unable to contact me to at the number provided on my extended fraud alert. I did not get any calls and have no record of their attempts to contact me. I called again to request a replacement card upon receiving their letter that they were unable to contact me. I was told that a card would be issued, but have only received another letter advising that they were unable to contact me. I have answered calls from ANY number that called me in the past month just to be certain that I didn't miss the call to confirm my information. Comenity is the only issuer who seems unable to contact me. I've even received and paid a bill on a card that I have never had in my possession. I just want someone to reach out and confirm that I am the one who requested the card so that I can start using it to earn the rewards that were promised when I applied for the account.
Company Response:
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Thank you so much for taking the time to help me, this has been an on going dispute for 4 months. The credit card that I'm speaking about is a ulta credit card, I will leave he numbers at the end of his message. I discovered a fraudulent use on my ulta CC after looking at my credit report on XXXX XXXX. My husband pays the bills '', he would pay all bills with a flat amount mostly above and beyond to pay cc off quickly. Bill pay is automatically set up. Please see statements. I called and spoke with customer service, twice in 3 days. I wanted an answer as to " why We have NEVER Received statements for this credit card '', what was charged on this card? Why is there only late fees and interest as charges? They could not give me an answer, I filed a dispute. I reported this card as fraudulent not my charges and paid in full ( over two years ago ) Unfortunately, my husbands mistakably continued to pay it. Lastly, asked OCC to remove a late 30day on my credit report. Also, in XXXX I went on line and registered for on line statements, I went as far back as the online statements would allow and there is nothing but late charges and interest. After four months of waiting for a response I called the credit card company to ask about the payment I didn't want another 30 day late on my credit report. And I wanted to know the resolution of the dispute. At this point when I called the credit card company, I was given the runaround, they said I needed to speak to a different department and when they would transfer me they would hang up on me. This went on for about two weeks, finally I called and asked for the manager and I demanded an answer. I was told that they did not approve the dispute because I had filed for a bankruptcy back in XXXX? I said that has nothing to do with this fraudulent credit card. They said I had to continue paying and they would not take off the 30 day late. I desperately need help in this situation please let me know if you have any other questions. They have never sent me a written report. I am requesting all my money back from the overpayment of a paid off credit card and the fraudulent charges on the credit card removed. Please let me know if you have any questions. XXXX XXXX XXXX XXXX last four digits of the credit card or XXXX To date ulta CC did take off the 30day late.
Company Response:
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Comenity bank or Bread XXXX as they are now called, has not reported to any credit bureau since XXXX of 2022 and I have paid off my card. My credit utilization is not accurate which is impacting my credit score. They should be required to report to credit bureaus on a regular basis. It has almost been 5 months since they last reported. They have no signs of changing things on their end and I have researched that majority of their customers are complaining of this issue. I called and asked for them to assist and they said they had a system update that had caused them to not report or something and said they have no intentions on resolving it any time soon. This is horrible business for those of us trying to fix our credit
Company Response:
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: When I moved to XXXX XXXX in XX/XX/2021, I obtained a XXXX XXXX XXXX in XXXX. On XXXX I purchased furniture using my card. Note the receipt attached. When I made this purchase, they found another email account that was remarkably similar to my email address. They had mistakenly accredited that address to me. They fixed the mistake, and I bought the furniture. Ever since that day I have not been able to use my credit card at the store. I inquired and they said my account had been closed because of the old account they found with the similar email address. I informed them that I have an account in good standing and over XXXX in available credit. They are now saying that my account was closed because I have not used the account in over a year. However, I have my receipt showing that I purchased furniture from the store on XXXX. This situation is having a negative effect on my credit score in terms of available credit and debt to income ratio as well as the fact that I have a closed account. I have paid my bill and intend to pay this bill off soon. However, I do not want any negative credit that I don't deserve. Please help.
Company Response:
State: GA
Zip: 31721
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: On XX/XX/XXXX I made a complaint to the XXXX XXXX XXXX about Comenity Bank, I have a store card for Forever 21. On XX/XX/XXXX I made a payment in full of {$180.00}, this payment has yet to be updated on my credit report. I called the company in early XXXX they said it would be updated within 24-48 hrs, it never happened. So I filed the complaint with the XXXX a few weeks later. Comenity Bank responded to my complaint by saying they would launch an investigation. On XX/XX/XXXX I called Comenity Bank ( the number on the back of the card ) twice and both times the call was disconnected. All of the credit bureaus still have the charge on my credit reports. Nothing has been resolved!
Company Response:
State: NY
Zip: 10039
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I filed XXXX complaints with CFPB regarding a Fraudulent charge of $ XXXX not made on my phone or computer, and without my knowledge or consent, but was allowed by XXXX XXXX XXXXXXXX who did not call me to confirm if the transactions were made by me. In the past XXXX XXXX XXXXXXXX denied a transaction to a XXXX XXXX causing me to call them to verify that it was a legitimate transaction. This time XXXX failed to contact me to verify the legitimacy of the " Fraudulent '' transaction mentioned on my below mentioned complaints on : ( CFPB Complaint numbers # XXXX and # XXXX ) Instead XXXX XXXX XXXXXXXX approved the Fraudulent Transaction and during the CFPB investigation, XXXX transferred the Fraudulent XXXX XXXX debt XXXX to Comenity Capital Bank, XXXX XXXX XXXX. On XX/XX/2022, I spoke with " XXXX '' at Comenity Capital Bank because I received several " Hang Up Calls '' from them as per Caller ID. I also received a collection letter from them date XX/XX/2022, attempting to collect the fraudulent debt XXXX transferred to them during CFPB investigation as per the aforesaid complaint numbers. Please note that " I texted several messages to Comenity Capital Bank '' to the telephone number reflected on my " Caller ID '', to include pictures of the CFPB Complaint numbers, explaining the fraud situation asking them to cease and desists collection activities and to contact CFPB and provided your office telephone number. When trying to explain what occurred to XXXX, he stated that they were not Bank XXXX XXXX at which time I explained about the Fraudulent debt and that I texted information regarding the fraudulent charges and that they should contact XXXX and CFPB to corroborate my statement. I asked him to document what was stated during our phone conversation and for XXXX to ask his management what to do about the Fraud XXXX sent them. XXXX then said that he would transfer me to their fraud unit but I informed him to document our conversation and that I had already texted that information and to contact XXXX and your office ( CFPB ) and culminated contact. Comenity Capital Bank, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A